Technical Lead – Microsoft 365

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Gigmo Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Gigmo Solutions is a company that specializes in optimizing customer support services through the use of gig workers and advanced AI technologies. By leveraging a global platform of motivated gig workers, Gigmo Solutions helps businesses reduce their support costs effectively. The company’s AI platform rigorously tests and onboard employees worldwide, ensuring high-quality support while providing agility and efficiency in customer service. Gigmo Solutions makes customer support seamlessly adaptable and cost-efficient by utilizing the gig economy and cognitive computing.

📋 Description

• Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team. • Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations. • Record and track team SLAs and workflows and provide support where needed for both internal and external customers. • Manage and report on all incoming technical support inquiries. • Assist in the creation of the team KPIs as well as monitor and report on results. • Be actively involved with the operational delivery keep a close track of the NSAT Scores and the productivity of the team members. • Monitor team performance and report on metrics. • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner. • Review all technical support related processes and documentation for continuous improvement. • Providing timely feedback to team members and resolve issues. • Create an open communication culture and an inspiring team environment. • Lead by Example in professionalism, Communication, and technical Expertise.

🎯 Requirements

• Proven people management and leadership skills • Excellent communicator, both oral and written • Strong analytical skills to investigate and resolve customer support tickets • Able to multi-task efficiently under time pressure • Graduate with minimum 4-6 years of Experience in Technical Support process. • Must have minimum 1 year of experience as a Technical Leader with Microsoft vendor. • Should have good knowledge in Microsoft office 365 • Detailed Knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams)